Software Support Manager

About the role

We are seeking an experienced and proactive Software Support Manager to lead and manage a team of software developers responsible for providing 24x7 application support and maintenance services for our clients' in-house software applications. As a key member of our Service Delivery team, you will oversee the day-to-day support operations, ensuring all incidents, service requests, problem investigations, and application enhancements are delivered in accordance with contractual Service Level Agreements (SLAs).

Key responsibilities

• Lead and manage a team of software developers providing 24x7 support coverage.
• Ensure all incidents, service requests, and production issues are managed and resolved within agreed SLA and KPI targets.
• Monitor the health of client software applications, system availability, and support performance across client environments.
• Establish and maintain support processes, procedures, and operational standards aligned with ITIL best practices.
• Manage support rosters, on-call schedules, and resource planning to ensure adequate support coverage.

About you

• Experience supporting enterprise software applications in production environments with 24x7 operational requirements.
• Strong understanding of incident management, problem management, change management, and release management processes.
• Experience managing support contracts with strict SLA and KPI commitments.
• Ability to manage major incidents and coordinate technical teams during critical situations.
• Experience engaging directly with clients, stakeholders, and senior management.
• Strong analytical, troubleshooting, and decision-making skills.
• Ability to prioritize competing demands and manage multiple client engagements simultaneously.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Minimum 8–10 years of experience in software development, software application support, or IT service delivery.
• Experience supporting web, mobile, cloud-based, and enterprise software applications.
• SQL and database troubleshooting.
• Software development and deployment processes.